Getting Started

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Welcome to LiveAgent! In this guide we walk you through the basics of getting up and running your help desk software. You'll find out how you can setup your mail account, live chat, customer portal and other support channels.

Step 1: Discover LiveAgent

Step 2: Add users

Create user accounts for your staff. You can add a new representative with the Agent or Admin role.

Agents take care of all the customer requests, answer chats, phone calls and other messages. Optionally, they can manage Knowledge Base articles. They don't have access to configuration.

Admins can configure the system, view reports and manage other users. (Recommended for Managers)

Note: We've introduced a limit of outgoing emails in all trial accounts because of multiple abuses with sending spam. If you wish to lift the limit of outgoing emails you can upgrade to a paid account or contact our support.

Step 4: Add a live chat button to your website

Step 5: Connect your Social pages

LiveAgent can plug into Facebook, Twitter, Weibo or Tencent account and transform all communication into tickets for better management. Avoid spending time on social networks by managing them with LiveAgent.

Step 6: Set up a Customer portal

Setting up a self-service customer portal can save you a lot repetitive answering and can provide support to your customers even when your agents are not working. The more problems and issues they are able to solve on their own, the less worries and workload you have.

Step 7: Set up a Call center

LiveAgent Call Center works as an integration with Twilio. (In order to be able to accept calls, you have to have a Twilio account). Calls can be made by calling your call center phone number (Phone - Computer) or by clicking a "Call us“ button on your website (Computer - Computer).